Stephen S. Tax
Stephen S. Tax
Professor of Service Management, University of Victoria
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Cited by
Cited by
Customer evaluations of service complaint experiences: implications for relationship marketing
SS Tax, SW Brown, M Chandrashekaran
Journal of marketing 62 (2), 60-76, 1998
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
JG Blodgett, DJ Hill, SS Tax
Journal of retailing 73 (2), 185-210, 1997
Recovering and learning from service failure
SS Tax, SW Brown
MIT Sloan Management Review, 1998
Satisfaction strength and customer loyalty
M Chandrashekaran, K Rotte, SS Tax, R Grewal
Journal of marketing research 44 (1), 153-163, 2007
The service delivery network (SDN) a customer-centric perspective of the customer journey
SS Tax, D McCutcheon, IF Wilkinson
Journal of service research 16 (4), 454-470, 2013
Designing and implementing new services: The challenges of integrating service systems
SS Tax, I Stuart
Journal of Retailing 73 (1), 105-134, 1997
Toward an integrative approach to designing service experiences: lessons learned from the theatre
FI Stuart, S Tax
Journal of operations Management 22 (6), 609-627, 2004
Growing existing customers’ revenue streams through customer referral programs
I Garnefeld, A Eggert, SV Helm, SS Tax
Journal of Marketing 77 (4), 17-32, 2013
Service recovery: research insights and practices
SS Tax, SW Brown
Handbook of services marketing and management, 271-286, 2000
Measuring word of mouth: the questions of who and when?
T Christiansen, SS Tax
Journal of marketing communications 6 (3), 185-199, 2000
Planning for service quality: an integrative approach
F Ian Stuart, SS Tax
International Journal of Service Industry Management 7 (4), 58-77, 1996
Word-of-mouth in consumer decision-making: An agenda for research
SS Tax, M Chandrashekaran, T Christiansen
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 6 …, 1993
The effects of distributive and interactional justice on complainants' repatronage intentions and negative word-of-mouth intentions
JG Blodgett, SS Tax
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 6 …, 1993
How to prevent your customers from failing
SS Tax, M Colgate, DE Bowen
MIT Sloan management review, 2006
Consumer decision making following a failed service encounter: a pilot study
SS Tax, M Chandrashekaran
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 5 …, 1992
Examining the salesforce culture: managerial applications and research propositions
DW Jackson Jr, SS Tax, JW Barnes
Journal of Personal Selling & Sales Management 14 (4), 1-14, 1994
The role of perceived justice in compliant resolutions: Implications for services and relationship marketing
SS Tax
Arizona State University, 1993
Forgiven but not forgotten: Covert uncertainty in overt responses and the paradox of defection-despite-trust
K Rotte, M Chandrashekaran, SS Tax, R deep Grewal
Journal of Consumer Psychology 16 (3), 283-294, 2006
Kundenbeschwerden: Was fairness bringt
SS Tax, SW Brown
Harvard Business Manager 22, 94-107, 2000
Managing the industrial salesforce culture
DW Jackson, SS Tax
Journal of Business & Industrial Marketing 10 (2), 34-47, 1995
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